ComplaintsforJaguar Land Rover North America, LLC

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Initial Complaint
05/03/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I hope this message finds you well. I am writing to share my deeply disappointing experience with the Jaguar F-Pace that I purchased in February 2023. As an enthusiast of the Jaguar brand, I embarked on this purchase with high hopes and expectations of enjoying the epitome of luxury and quality that Jaguar is known for. However, my ownership journey has been fraught with frustration and dismay. Shortly after taking possession of the vehicle, I encountered a significant issue: an alarming oil leak from the engine. This was an unexpected and disconcerting discovery for a brand-new car, prompting me to seek immediate assistance from the dealership. Thankfully, the dealership facilitated an exchange for a new vehicle, providing a temporary resolution to the problem. Despite this initial setback, my optimism was short-lived as new challenges emerged. Living in the sweltering climate of Texas, where reliable air conditioning is paramount, I soon realized that the AC system in my Jaguar F-Pace was inadequate. Despite multiple visits to the dealership and assurances that the issue was merely a result of the weather, it became evident that the problem was more systemic. Eventually, it was discovered that the freon levels were low, which was addressed by refilling them. However, this did not resolve the underlying issue, and the AC continued to struggle, leaving me uncomfortable and dissatisfied. However, the most vexing issue I have encountered with my Jaguar F-Pace is the persistent interior noises that disrupt the serenity of the driving experience. These noises, ranging from rattles to squeaks, have become increasingly prevalent and intrusive, detracting from the enjoyment of driving the vehicle. I have made multiple visits to the dealership, on more than three occasions specifically addressing these noises, in the hopes of finding a resolution. However, despite the efforts of the dealership's technicians and the time spent awaiting diagnosis and repairs, the problem persists. This recurring issue has not only been a source of frustration but has also eroded my confidence in the quality and reliability of the vehicle. In addition to these technical issues, I have also faced challenges in my interactions with Jaguar USA. Despite opening a case and expressing my concerns, my request to repurchase the vehicle was denied, further compounding my disappointment and disillusionment. As a loyal customer and enthusiast of the Jaguar brand, this experience has been deeply disheartening. I had hoped that my investment in the Jaguar F-Pace would provide me with a vehicle that exemplifies luxury, performance, and reliability. However, the reality has fallen short of my expectations, leaving me questioning the quality and craftsmanship that Jaguar is renowned for. I implore you to consider the gravity of my situation and take decisive action to address the persistent issues with my Jaguar fpace reconsideration of my request for repurchase, I urge you to prioritize customer satisfaction and uphold the reputation of the Jaguar brand. L
Business response
05/06/2024
JLR stands by its decision not to offer a repurchase at this time as all verifiable issues have been repaired under the manufacturer's warranty.
Customer response
05/06/2024
I’m rejecting the response provided by them due to
If the service center claims to address all reported issues, why does the car continue to make noises from the dashboard and elsewhere? This isn't the first time I've raised this issue, and despite assurances that it was fixed, the problem persists. I've invested a significant amount in this vehicle, yet I'm constantly returning to the service center. What kind of car have I been given? The service center mentioned that continuous part removal might result in new issues, but JLR's response seems to be 'bear with it.' Why doesn't the JLR team come to Houston, sit beside me, and experience the irritating noise firsthand? Your suggestion to visit the service center monthly is impractical; I have other commitments and work. I need JLR to repurchase the vehicle due to these ongoing issues.
Thanks,
*******

Business response
05/10/2024
As previously stated, JLR stands by its decision not to offer a repurchase at this time as all verifiable issues have been repaired under the manufacturer's warranty. All issues that the dealer has been able to duplicate have been addressed. If there are still concerns, the vehicle does need to be diagnosed by an authorized JLR dealer.
Initial Complaint
04/30/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
on 3/2/2024 I was driving my 2018 Range Rover Velar, when all of the sudden I see a lot of smoke coming out of the exhaust, then the smoke was from the front of the car under the hood. I pulled over and over and turned off the vehicle right away. The vehicle did not have any warning light or any information telling me that was overheating only visible I saw the smoke. I had to tow the vehicle to Land Rover Boston, and I had to pay $332. the next business day 3/4/2024 they called me and said I had to pay $229 for a diagnostic. after they said the coolant tubes burst and leaked all the coolant overheating and damaging the engine. I asked why I didn't get any signal or warning and is not my fault for me the car was in good shape, no mechanical issues at all. they said my vehicle warranty expired on 12/2023. the vehicle only has 53k miles. they do not want to fix my car and I have a car loan in which I still owe $28450. I don't think this is fair for me go to through this. I purchased the vehicle on 4/2021 thinking that brand is reliable. I put $10000 for down-payment and always making my monthly payment on-time $797 per month and my vehicle breaks down, with engine issues and they don't want to take responsibility. I am a loyal customer with now a big debt and a not running car. I am already behind on car payment because I had to spend the money on another vehicle for Transportaion to work. please help! I understand if it was my fault or if I crash it, but this was the case of engine failure. I want my vehicle back running or to settle my outstanding car loan with Santander Comsumer USA or to get me another used Velar working. I took the vehicle twice to Land Rover Boston for different issues and every time they do the inspection of all the fluids, and everything was fine according to them, so why this vehicle failed?
Business response
05/02/2024
JLRNA will contact Ms. ***** shortly to open a case and investigate her concerns.
Business response
05/14/2024
JLRNA has declined the request for goodwill. The vehicle is well out of the manufacturer warranty.

Customer response
05/14/2024

Complaint: ********

I am rejecting this response because:
The vehicle never gave me any type of warnings light, the vehicle was driving in perfect condition. This is no fair for a customer that still owes 28,000 for this car loan to now have to sureender the vehicle and be with a big debt because of faulty issues that was not my fault. When this happened on the highway I pulled to the right side and shut off the engine. If I would've had a warning before it was overheating then I would taken to the dealership. This is unacceptable that a customer has to go through this.

Regards,
******* *****
Initial Complaint
04/25/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On February 6th, 2024, my Jaguar FPace 2017 experienced a catastrophic engine failure, rendering it inoperable. The timing of this failure is particularly distressing, as it occurred just three days after the expiration of the vehicle's warranty, unbeknownst to me. Despite maintaining my vehicle over the past three years, with regular servicing and care per the maintenance requirements, I was dismayed to discover that such a critical component failed at approximately ****** miles. ** note, In 2023, I took my car to Jaguar because it was loud, and the check engine light came on. They fixed something else, causing me to think it was fixed. I was told it was loud because it was diesel. Now I am thinking the engine was failing all along.Following the breakdown, I contacted Jaguar Land Rover's corporate department in to seek maintenance support for the repairs, which were estimated to cost around $19,000 for a new engine. While I understand that my vehicle was approaching two years out of the manufacturer's warranty, I believed that Jaguar Land Rover would offer some form of assistance. However, after providing all requested information, I was informed by the assigned case manager that maintenance support was denied based on company guidelines. I think this would have been fair to assume and understand had this been shared upfront. I feel I was misled in believing that providing maintenance documentation might suffice in meeting me halfway. In my initial outreach, I called asking if it were possible for help; not expecting it.In my pursuit of further understand these guidelines, I requested a copy from the case manager, only to be told that they were internal documents and could not be shared. This lack of transparency has left me frustrated, as I am now unsure of the criteria used to determine support eligibility. Furthermore, despite being told that a **** report would dictate the next steps, I have yet to receive any meaningful updates or resolutions.
Business response
04/29/2024
The original manufacturer warranty (4 years, ****** miles) expired March 30, 2022. JLR records show the customer purchased vehicle used on February 16, 2023. There is no extended warranty indicated for this vehicle. A review of the vehicle service and repair history has been completed and goodwill assistance has been denied.
Customer response
04/30/2024

Complaint: 21624369

I am rejecting this response because I believe they are responding to the wrong account. I purchased my vehicle in October of 2021, not February of 2023. My complaint is that of my time being wasted, while scrambling to submit years of verification of requested car maintenance when a representative could have been upfront in sharing that assistance would not be possible due to the manufacturer's warranty being expired. I had to physically try get to as many mechanics as possible to gather information, as they were unable to just provide information over the telephone. Prior to purchasing the vehicle used, I gathered the entire history of the car and the previous owner-maintained maintenance as well. I checked this to avoid a major situation such as what is currently being experienced. The next issue is why would a car only 7 years old experience complete engine failure with routine maintenance, that's concerning and makes me feel I was sold a faulty product. Lastly, it would have been nice for the case worker to state the reason. I was told the reason for denial couldn't be shared due to company guidelines.

Regards,

***************************
Business response
05/03/2024
Apologies for the confusion with the date of purchase, but JLR's decision to decline goodwill at this time stands for VIN: *****************.
Initial Complaint
04/24/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have been dealing with a buy back with company and there were supposed to over night me a check in the amount of $43,100.00 on 4/18/2024 however they over night someone else check to my house and I am sitting here for the past 5 days without a car or a check.I have been dealing with ***************** consumer affairs which does not return emails or any kind of follow up . He is very unprofessional. Here are my case info.Spoke to dealer in ************* ********** that I purchased the car and they told me that is my problem . I have contacted the corp office and email over 20 times and no one is replying. Here is the case # JLRNA: ***************** - 21MY Range Rover SWB ***************** Consumer Affairs Specialist T: ************* |E: *******************************************************
Business response
04/24/2024
Mr. Adibs check is being sent today to him via ***** First Overnight for delivery tomorrow by 8AM. ***** tracking info: ********************************************************************************************
Included with Adibs check is a prepaid ***** label and envelope that he has been asked to use to return the customers' check that he received in error back to JLR Mahwah. ***** tracking info: ********************************************************************************************
Kind regards
Initial Complaint
04/12/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have a 2020 Range Rover that’s been in the shop several times for recurring issues. Range Rover denied my request for a buyback. I also asked them to cover the cost of an extended warranty since I can’t resell the car due to its ongoing problems, but they refused to honor my request.
Business response
04/15/2024
As Mr. ***** states, on April 12, 2024, JLR Consumer Affairs advised him that his vehicle does not qualify for repurchase. JLR stands by this decision.
Business response
04/25/2024
JLR has declined the request for repurchase as well as the goodwill offer to pay for a third party extended warranty.
Customer response
04/26/2024

Complaint: ********

I am rejecting this response because:

Regards,
***** *****
Initial Complaint
03/11/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Worst customer service experience I have ever received. I purchased my vehicle on 3/2 and have been attempting to register the app to be able to use the vehicles features since then. I spoke with 2 very helpful **************** agents, the rest have been awful. The last agent refused to connect me to a manager or escalate my issue. I'm considering returning the vehicle and going back to *** if this doesn't get resolved.
Business response
03/12/2024
JLRNA will contact this customer shortly to discuss the concerns.
Initial Complaint
03/11/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We received our Jaguar IPACE on Feb 14, 2023. We had a juicebox high speed charger installed and the car would shut down charging within 2 minutes of being plugged in and say the car was fully charged. The car also shuts down the low speed charger that was included with the car for no reason. We worked with juicebox, had another charger sent out and they could not get it to charge and that it appears to be the car. We took the car to Jaguar to get it fixed and they said it worked fine on their charger and there is nothing wrong. They said chargepoint chargers are the approved chargers and we should get one and they would fix any problems. We got a charge point charger, it did not work and charge point sent out a new charger that would not work. They said it was something wrong with the car. We had commonwealt ****** the electric utility out and they check everything 3 different times and said the norms for electricity is 240- 254 volts and that it appear the car does not allow anything over 243 volts, which is rare. We filed a lemon law complaint with Jaguar on Dec 26, 2023 and heard nothing after touching base every couple of weeks. The person handling the complaint said we should have heard something from Jaguar and she did not know why they were not contacting us. Then after 2 months she said there was a recall that we had to have done and that would fix our problem and she closed the case, eventhough we asked her not to. We took it in for the recall work and the dealership said that update was in July. They said it works there and we took it home and it still does not work. They said we may need to install some type of voltage regulator, but did not know specifics. It appears from the web charging issues are a common issue with this car and Jaguar is not admitting to it. The utility company believes the car is made to work in Europe and not properly designed for the US. We would just like our money back.
Business response
03/12/2024
JLRNA will contact this customer shortly to discuss the concerns.
Initial Complaint
02/26/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
At the beginning of February my electric Jaguar 2020 vehicle stopped charging. They deemed I had a battery control module issue and this issue would be $7000 to fix. (After weve fairly paid $1000 to have it assessed and a rental vehicle during this time). They refuse to cover this under the battery warranty (as they say its not the battery but the battery communication). This is fine, although we want Jaguar to pay for it instead. We have discovered Jaguar put a battery control module recall on some of their Jaguar ipace vehicles (but not ours). It sounds like the same issue as ours. Ive spoken to many associates as Ive called 2 to 3 times per week for 4 weeks and waited on hold for hours. Sent numerous emails (which are not being responded to anymore). Jaguar does not want to compensate this issue. Weve even asked if they would buy back the vehicle at fair market price as it has given us numerous issues. Steering wheel stopped working while driving 6 months ago, battery was apparently attempted to be fixed one year ago (when car was under full warranty). They also will not do that.
Business response
02/27/2024
JLR will contact **************** shortly to discuss her concerns.
Customer response
03/05/2024

Complaint: 21347720

I am rejecting this response because: I have reached out to Jaguar through email on February 28th and March 1st as they did not reach out to me as they told you they would. I am still awaiting a response.

Regards,

*************************
Business response
03/12/2024
Please be advised on March 6th, 2024, JLR sent an email to customer, declining assistance for the repairs.
Initial Complaint
02/17/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Had three trim issues occur under factory warranty (fading of trim, degradation of headlights, broken window pillar trim post windshield replacement by JLR (paid 850 to repair)). Verbally notified dealership and during period waiting for appointment my factory warranty expired (July 2023). Note I have documentation trying to get an appointment. JLR rejected my requests. Focusing on my headlight degradation since I have documented pictures within the factory warranty period, JLR rejected my request They changed their reason 3 times as follows:-not covered under CPO warranty (have documentation)-degradation due to paint protective film application (have documentation that it was applied after degradation seen)-outside influences with no discrete reason. Given the clear documentation of occurring under factory warranty this is a breach of contract for the factory warranty. All documentation has been sent to the auto manufacturer through numerous channels.
Business response
02/23/2024
JLRNA will contact ******************** shortly to discuss his concerns.
Customer response
02/29/2024

Complaint: 21307568

I am rejecting this response because I have not received correspondence as of 2/29/24.

Regards,

*********************
Business response
03/01/2024
Apologies that ******************** has not been contacted yet by JLR. Someone will be reaching out shortly. ******************** has previously contacted JLR requesting assistance with repairs. *** has declined his request because damage was due to outside influence and therefore not covered under any warranty.
Customer response
03/01/2024

Complaint: 21307568

JLR has responded to the communication from the BBB but has refused to uphold their factory warranty. In their reply, JLR cited "outside influence" as the reason for my headlights' deterioration without providing a detailed explanation. When pressed for clarity on what constitutes an "outside influence" that could void the warranty, their explanation was:

"Components naturally degrade over time due to environmental factors such as climate, road salt, and everyday wear and tear. JLR maintains stringent criteria for offering financial support to our clients, considering factors like the vehicle's age and customer loyalty to our retailers."

However, the warranty (which takes into account vehicle age) should cover typical environmental wear and usage (it's worth mentioning that I reside in **********, where road salt is not an issue and the weather is relatively gentle). Additionally, the connection between retailer loyalty and the validity of a factory warranty is unclear to me.

Therefore, I cannot accept their justification
Regards,

*********************
Business response
03/05/2024
JLR's decision not to provide goodwill at this time stands. The dealer confirmed the issue was due to outside influence. Also, the customer had applied wheel, paint and glass protective coating. This process can cause discoloration of the mirror, head lamp delamination and loose the A-pillar trim. JLR considers this matter closed.
Initial Complaint
02/13/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
MY CAR RAINING IN THE INSIDE H*** NO LIKE WTH I HAVE NEVER HAD A CAR TO DO THIS EVER SOME ONE NEEDS TO CALL ME NOW
Business response
02/14/2024
JLR will directly contact ****************** shortly to discuss her concerns.

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